EBONY JENKINS
Baytown,TX
Summary
Dynamic and results-oriented professional with extensive experience in customer service and notary roles, notably with Sitel. Excelled in improving customer satisfaction and efficiently handling high call volumes, demonstrating exceptional communication and problem-solving skills. Skilled in financial analysis and document preparation, proficient in Microsoft Office, and known for a high-energy attitude and professionalism. Dependable worker with knowledge of customer service, data entry, and records management. Highly organized and self-motivated, with excellent communication and interpersonal skills. Demonstrated ability to prioritize tasks and meet deadlines. Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
19
19
years of professional experience
Work History
Patient Care Coordinator
Asembia
06.2024 - Current
- Delivered excellent patient experiences and direct care.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Established and maintained patient profiles, updating organizational database with current information.
- Processed incoming drug orders by checking deliveries against paperwork and updating computer system.
- Explained medication use and side effects under pharmacist direction.
- Processed payments, returns and exchanges using pharmacy POS system to accurately manage transactions.
Notary
self
11.2022 - Current
Customer Service Representative
disabled veterans
11.2023 - 05.2024
- Handled customer complaints and inquiries in a courteous and efficient manner
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
- Developed strong customer relationships and loyalty through effective communication
- Developed and maintained relationships with key physicians, pharmacists, nurses, and other healthcare professionals to promote products
- Participated in training programs designed to enhance knowledge of current products and services and develop skills required for effective selling techniques
- Gained in-depth knowledge of all product features and benefits to effectively communicate them to customers
- Maintained accurate records of customer interactions using CRM software systems
- Answered incoming calls promptly and professionally, addressing customer inquiries with empathy and understanding
- Proficiently handled high call volumes while maintaining quality service standards
- Answered calls, left voicemails, and scheduled follow-up calls to drive customer engagement
- Followed established procedures during calls with customers
- Exceeded performance metrics related to call time, quality, and customer satisfaction
- Guided customers in troubleshooting technical issues and addressing customer service inquiries
- Processed customer orders accurately and in a timely manner
- Employed various computer programs such as Microsoft Office Suite tools for record keeping purposes
- Made appropriate account corrections to resolve customer problems
- Met performance goals and call center metrics in fast-paced performance setting.
Call Center Representative Specialist
Sitel
07.2021 - 08.2023
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer
- Managed customer expectations by clarifying needs, identifying options and recommending products and services
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Maintained strong call control and quickly worked through scripts to address problems
- Consulted with customers to resolve service and billing issues
- Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth
- Offered resolutions to de-escalate calls and solve customer issues
- Answered, screened and processed high volume of calls daily with call management system and web-based communications
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks
- Ensured all customer data was kept confidential according to organizational regulations
- Explained complex information clearly and accurately in response to customer inquiries
- Made appropriate account corrections to resolve customer problems
- Learned company policies, rules and performance requirements to achieve successful calling metrics
- Referred unresolved customer grievances to designated departments for further investigation
- Utilized active listening techniques to assess customer needs and provided appropriate solutions.
Mortgage Specialist
sourcepoint mortgage
01.2019 - 05.2021
- Confirmed clients made mortgage payments on time as per signed agreements by reviewing records every Restructured, refined and enhanced operational procedures to increase profits and performance within competitive markets
- Defined repayment terms to consumers and educated on default consequences
- Verified income of borrower and gathered credit information
- Generated new business and boosted sales using extensive knowledge, target market penetration, partner relationships and customer care techniques
- Approved mortgage loans by examining applications and supporting documentation
- Approved loans that met specifications
- Submitted applications to credit analysts.
Cashier Assistant
walmart
05.2016 - 06.2018
- Increased customer satisfaction with assistance for any request or question
- Helped supervisor control customer flow and backed-up lines by running registers during busy periods
- Backed up cashiers ringing up large number of customers by bagging products
- Assisted with purchases, locating items and signing up for rewards programs
- Wrapped items and bagged purchases properly to prevent merchandise breakage
- Monitored sales events, added new merchandise and rang up purchases
- Helped customers find specific products, answered questions and offered product advice
- Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers.
Call Center Representative
Metro One Telecommunications
07.2012 - 02.2015
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Documented conversations with customers to track requests, problems and solutions
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
- Achieved high sales percentage with consultative, value-focused customer service approach
- Managed customer expectations by clarifying needs, identifying options and recommending products and services
- Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems
- Explained key information regarding products and services to customers to encourage informed decision-making
- Maintained strong call control and quickly worked through scripts to address problems
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Medical Unit Secretary
Presbyterian Hospital
08.2005 - 12.2010
- Coordinated patient appointments, maintained files and received incoming phone calls
- Reviewed patient records to check accuracy of information and implement updates
- Executed clerical tasks and assisted with unit duties to keep departments running smoothly
- Updated patient records with condition status
- Managed unit call reception and routed calls to correct department
- Answered phone calls to provide assistance, information and medical personnel access
- Monitored unit supply levels and notified management of ordering needs
- Retrieved physicians' paperwork, including lab test requests
- Maintained strong and trusting rapport with patients and all healthcare staff to build relationships
- Transcribed doctors' orders, including medication and lab test requests.
Call Center Representative
jusfab
06.2008 - 11.2010
- Juggled multiple projects and tasks to ensure high quality and timely delivery
- Improved operations by working with team members and customers to find workable solutions
- Resolved interpersonal conflicts by listening, finding common ground and building relationships
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
- Documented conversations with customers to track requests, problems and solutions
- Reviewed customer account information to determine current issues and potential solutions
- Consulted with customers to determine best methods to resolve service and billing issues
- Explained key information regarding products and services to customers to encourage informed decision-making.
Education
High School Diploma -
Independence High School
Skills
- Underwriting process expertise
- Financial analysis
- File documentation
- Income verification
- Client account management
- Critical thinking
- Work ethic
- Multitasking
- Basic math
- People skills
- Communication
- Clerical
- Reliable and trustworthy
- Credit card payment processing
- Inbound and Outbound Calling
- Microsoft Office expertise
- High-energy attitude
- Problem-solving abilities
- Technologically savvy
- Active Listening
- Attention to Detail
- Signing Appointment Coordination
- Decision Making
- Professionalism
- Identity Verification
- Document Preparation
- Goal Setting
- Payment Collection
- Verbal and written communication
- Customer Service
- Patient Care
Personal Information
Title: Customer Service Representative
Timeline
Patient Care Coordinator
Asembia
06.2024 - Current
Customer Service Representative
disabled veterans
11.2023 - 05.2024
Notary
self
11.2022 - Current
Call Center Representative Specialist
Sitel
07.2021 - 08.2023
Mortgage Specialist
sourcepoint mortgage
01.2019 - 05.2021
Cashier Assistant
walmart
05.2016 - 06.2018
Call Center Representative
Metro One Telecommunications
07.2012 - 02.2015
Call Center Representative
jusfab
06.2008 - 11.2010
Medical Unit Secretary
Presbyterian Hospital
08.2005 - 12.2010
High School Diploma -
Independence High School
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